The effects of business process re-engineering in the provision of services in civil service: case study of Ministry of Lands

Abstract

The identification of this researchable topic was as a result of the inspiration and passion' of studying the effects of Business Process Re-engineering in the provision of services in the Civil service: Case study Ministry of Lands. Chapter one is the brief introductory overview of the detailed background of the study which includes the core function of the ministry, achievements, challenges and with the intervention measure to improve the provision of services through result based management (RBM), Performance contracting / performance contracting appraisals, strategic plan and Business Process Re-engineering undertakings. The statement of the problem highlights the demand for change of the traditional business activity as a was of surviving in the changing business environment and advocates of finding out the practability and implications of embracing Business process reengineering and the objectives of the study and research questions are related to the effects of technology, organizational resources, performance contracting and customer demands to the business process reengineering. The significance of the study states the usefulness to various categories of people including and not limited to Ministry of Lands / other ministries employees and management, scholars and researchers. The limitation and scope of the study are also included in this chapter. Chapter two provides the concepts of business process reengineering as; innovative thinking, process function, radical change, organizational development and performance. The brief review of theoretical review, empirical review and conceptual framework are provided in details as a foundation of the proposed study. It clearly identifies the research gap not addressed by the previous researcher and which the study proposes to fill including the conceptual framework. Chapter three is the research methodology which outlines the research design. The systematic procedure followed in various stages of Data collection, storing, computation and presentation. The chapter emphasizes that both the qualitative and quantitative data are appropriately to be collected and presented. The remaining chapter four and five are core to the study as they present results and discussions with conclusions for policy recommendations.